Bilingual Call Center Representative

Maersk; Xico; On-site; MXN 201,000 - 268,000; Full time

Job summary

Maersk is hiring a Bilingual Call Center Representative to deliver world-class customer service for inbound and outbound calls. You will own resolution of last-mile delivery issues and coordinate with customers, delivery teams, stores, and warehouses to ensure satisfaction.

Candidates should have 2+ years in a contact center, English level C1, and a High School diploma (Bachelor's preferred). This role is 100% in-office with a standard nine-hour shift, with some holiday/weekend coverage.

Qualifications

• 2+ years of contact center experience.
• Customer service and/or direct call handling experience.
• Experience with last-mile delivery or transportation industries preferred.
• English proficiency at C1 required.

Responsibilities

• Provide world-class customer experience via inbound and outbound calls.
• Resolve last-mile delivery issues to ensure customer satisfaction.
• Coordinate communication among customers, delivery teams, stores and warehouses.
• Meet defined customer service KPIs.
• Support Proof of Delivery tracking, chat, email, or case assignments.
• Uphold Maersk's core values and professional conduct.

Skills

English C1

Education

High School Diploma

Bachelor's degree preferred

Tools

MS Office

Job description

Here's the Deal

The Bilingual Call Center Representative will contribute to building great customer experience moments by providing a world-class service via inbound and outbound calls. The representative will own the resolution of last-mile delivery problems, assuring customer satisfaction throughout this phase of the logistics journey. This is a great opportunity for individuals who enjoy working in a collaborative team environment, have strong verbal and written communication skills, can build genuine connections with customers, and are passionate about customer experience.

Key Responsibilities:

• Provide world-class customer experience via inbound and outbound calls.
• Resolve last mile delivery logistics problems, assuring customer satisfaction.
• Coordinate communication between customers, delivery teams, stores and/or warehouses.
• Meet customer service KPIs targets.
• Comply with additional activities assigned such as Proof of Delivery Tracking, chat, email or case assignment.
• Demonstrate loyalty to the A.P. Moller - Maersk Group Core Values and Character.

Requirements:

• English Level C1 mandatory.
• High School Diploma or equivalent required (Bachelor's degree preferred).
• Experience: At least 2 years of contact center experience (knowledge in retail is a plus).
• Customer Service and/or direct call handling experience.
• Last-mile logistics and/or transportation industry knowledge preferred.

Technical Skills and Competencies:

• Excellent MS Office proficiency (Excel, Word, and Outlook).
• Self-motivated and independent work style.
• Ability to work successfully across organizational lines.
• Good verbal, written, and presentation skills.
• Ability to communicate efficiently and provide precise details.
• Organizational and time management skills (multi-tasking and prioritizing).
• Customer-focused and solutions-oriented.

Work Mode

• Flexibility to work standard work shift (9 hours) between 6 AM - 10 PM (operational hours) and have flexibility to work holidays and weekends.
• Ability to be 100% in-office.

What we offer

At Maersk, we offer exciting global career opportunities that enhance your skills through our award-winning, diversity-focused talent development programs. Our dynamic work environment keeps you energized and motivated, as you join a values-driven, diverse, and passionate team that truly supports one another. We are dedicated to fostering a culture of fairness, respect, responsibility, and care for our business and customers. With competitive compensation and benefits, our globally recognized talent policies ensure continuous investment in your personal and professional growth. We value diversity as a source of strength and are committed to helping you unlock your full potential as part of our high-performing teams.

*Please consider that as per country regulations due to foreigners' employment legal guideline, from now on we can only consider Mexican Workers for our Americas Hub in Mexico City.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.